If you elect to setup your business hours when you create your Time To Reply account, Time To Reply will be default only take the time that has elapsed during business hours into account when calculating the overall average reply time and average initial response time metrics.
For example, if your business hours are 9am to 5pm Mon - Fri and an email comes in at 8:30am on a Monday morning and one of your agents replies at 9:15am, the system would view that as a 15 minute response time and not a 45 minute response time as the first 30 minutes were outside of business hours.
To edit your account business hours go to Account Settings > Company and click on “edit business hours”. Update your business hours and click save.
You can set your business hours to 00:00 and 24:00 to exclude business hours altogether and track around the clock if you want to.
Note: changing your business hours will only affect new data and have no effect on historical data.